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EXIEIISIT D cc <br />J? <br />GeoSpaf/a/ Technolog/es, /nc. <br />Software Annual'Maintenance Agreement <br />GeoSpatial Tea)utologies, Inc. (hereinafter referred to as GST) shall. provide aiaintP?A*+?-e and support <br />services under this SoR?vare Annual Maintenance Agreement (heretnaRer referred to as Agreement) for. <br />af- Santa Ana Paltee Department (hereinafter referred to as tltstomor) during the period <br />apgroacimataly _ 2009 through _ 20__, with options to extend For addition 4 years, <br />upon p of the ensue! mafntenaace fee for the products listed In the purchase Contract. <br />L PRODUCTS COVERED <br />GST matateaance and suppprt services ara,provIded only for the sofhvare products `listed?nthe Purchase <br />Contract or Purchase Order with the eatira amount of Software Annual Maintenance Fee paid In !till on or <br />bei'ore the pommeocement of each 12-mpnth period; <br />II. MAINTENANCE AND,SUPPORT <br />GST s1?ll provide mance-and support services to the End User. Maintenance and sappart services <br />shall include, but not limited to: <br />(a) Telephone and E-mail Support: GST will provide telephone and a-mail assistaace? You must provide <br />t3ST with remote access throagh the Interact to the wmputers installed with -GST software By <br />caLing the /;}ST technical supportnumber; you wi11 resoh a +ratpwt g?tppprt analyst.of whom you maq <br />ask questions or soak advice rotating to the use of GST sofhvaio. The analyst will. assist you is <br />- utilizing your GST'so?ltlvare, and in identifying end providing a. work around, if poss1b10. for-any <br />soRvare problems found with GST apA?vero. l3ST support .aervtces do not include herdivarq <br />ttenvorir, operating systems, or third party aoihvato. <br />Support will be provided ?veeltdays from 9:00 a:m. to 6:00 p.m. Pacitie Standard Time, excluding <br />weekends-and holidays. _ <br />. (b) Response Times: ][a rite event that the End User experiences a erlticst syatea±+ faaa? ?ghich.ahall be <br />deeanod to have occurred if the system is down or inoperable, meaning that the 13nd User cannot use <br />the System and/or the System is off line, for longer than 'h hoot, COST she]( reapoad and look into <br />oorrectiag. the problem itnmediatoly npoa receipt of a call for service sad following :the receipt of <br />notification sad rdevaat doeaane»tatipn of rho problem. Por all other nos-critical tm'lurns. C}ST shall <br />respond and attempt to correct tlu: picblem within four (4) boons upon receiptof a call'-for service and <br />?: following the recetpt:of aoti5cation and relevant documentation or theproblea>_ If problem9 cannot <br />_ be resolved ?vlthin four (4). hours, >tho problem will be automatically escalated to AppHcatEpn <br />Teohaical ]:.cad or the VP of product'lvlanagemeat for resolution. Aftec. consultation between the 1/P <br />*?. ofProduct'Mansgcaleat end support staff, CTST wdl provide a plan of action for resolution to the End <br />User: <br />(c) Bug-.flees and Upgrades: dST will grvvide bog-tikes and upgrades to the GST software ?vhenthey <br />are avat7able at no additional charge daring the term of the nantenance program <br />Customer name <br />25C-27